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One of the first Service Design publications, clear focus on public services. Shows strongly why we need to apply Service Design to public services and how it can be done. Gives good examples.

The authors outline an ideology for service that goes beyond operational concerns like key performance indicators. As they put it, the fundamental purpose of service is to provide support and to help people live their lives to their full potential.

Experiences and relationships are the recurring themes of this pamphlet from Demos and Engine in the UK.

Share your perspective. Does this book belong in the service design canon? What are the most important points to take away? Please share any links to reviews or other information regarding this book or its themes.